PREVIEW GUIDE

Were on the Same Team,

Remember?
Table of Contents
Sample Pages from Leaders Guide and Workbookpgs. 2-12
Program Information and Pricingpgs. 13-14

WERE ON THE SAME TEAM, REMEMBER? Revised Edition

Leaders Guide

F I L M S

INTRODUCTION
Perhaps because the organizational world is changing so often
and so radically, its rare in the training world for a training
video to achieve the position of true classic. It requires a truly
rare blend of timeless message, compelling instruction and
memorable entertainment value, not to mention a story that illuminates without being dogmatic or moralistic.
In Customer Service training, there is CRMs classic REMEMBER ME? Second Edition, which simply and effectively allows
viewers to put themselves into the shoes of the Customer. And
there is also the Longman Training video, WERE ON THE
SAME TEAM, REMEMBER?, which has given generations of
viewers an engaging view of customer service from a unique
team perspective. The video shows how a well-meaning, hardworking organization loses a critical sale due to a combination of
errors and miscommunications. Over the years, this video has
been used in countless training sessions on teamwork, listening
skills, communication, empowerment and customer service.
Now, by special arrangement with Training Direct, CRM is
proud to announce the release of a newly-revised version of that
customer service classic.
WERE ON THE SAME TEAM, REMEMBER? Revised Edition
updates the timeless message, that were all part of team success,
or failure, each and every day in a hundred small ways. For
those viewers familiar with the earlier version, youll find the
same compelling instruction now updated for our team-conscious organizational times. For those who may be seeing the
video for the first time, youre in for a rare treat: a universal
training message that has special significance for todays viewers, whether a part of formal teams or not.
Along with the newly-revised video, CRM is also proud to provide you with a complete training package, which includes specially-edited Video Discussion Segments. These Discussion

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F I L M S

Leaders Guide

WERE ON THE SAME TEAM, REMEMBER? Revised Edition

BACKGROUND
Whos responsible for winning customers and keeping them satisfied? Obviously, all sales, marketing and customer service personnel are at the forefront of this effort. But for them and your
organization to succeed, they need the full support of all other
employees, as well.
Everyone is responsible for your organizations success. But do
all employees acknowledge this crucial responsibility? Do they
inject a spirit of teamwork and cooperation into everything they
do? Does a genuine service attitude pervade all of their interactions, with customers and with each other?
WERE ON THE SAME TEAM, REMEMBER? Revised Edition
raises a host of issues on what it really takes to be a team player.
In this compelling and realistic case study, your viewers will see
how employees from several departments within a organization:

Dont pull together.

Perceive their jobs from a limited, personal perspective.
Adhere rigidly to formal job descriptions and policies.
Dont follow through on promises.
Misplace priorities.
Misuse their authority as team leaders and team members.
Lose sight of the customers point of view and the needs of
their colleagues.
Fail to serve the overall good of their organization.
As a result of these and other mistakes, the firm lets the biggest
sale of the year slip away, leaving its top sales representative
asking himself, What went wrong?
WERE ON THE SAME TEAM, REMEMBER? Revised Edition
is a powerful consciousness-raising video that is must viewing
for every member of your organization. Rather than furnishing

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Leaders Guide

WERE ON THE SAME TEAM, REMEMBER? Revised Edition

SUGGESTED TRAINING DESIGNS

The following Training Designs suggest ways for you and your
programs participants to get the most out of WERE ON THE
SAME TEAM, REMEMBER? Revised Edition. Three Training
Designs are included, for sessions ranging from an hour to a
half-day. All Training Designs are intended for team leaders and
team members alike.
Training Design 1 is 57 minutes long. It is ideal for a lunch
hour or other condensed training session. Its purpose is to
help participants better understand that each one of them is
responsible for helping the organization succeed and for
serving its customers.
Training Design 2 is 2 hours, 35 minutes long. It provides
participants with analysis, discussion, exercises and worksheets to guide them in developing specific plans for helping
the organization succeed and serving its customers. In this
training design, it is suggested that the video be shown and
discussed in three parts. Each part highlights the events of a
different day in the life of a organizations efforts to make a
sale. Showing the video one part at a time, instead of straight
through, enables participants to assess the impact of each
days events on the sale and to predict what consequences
may follow.
Training Design 3 is 4 hours, 20 minutes long. It allows you
to show the video straight through and have participants
briefly discuss their reactions in general terms. Then you can
incorporate into your session a series of Video Discussion
Segments that have been provided on a second video cassette. These are designed to be used in a stop-and-go, interactive format to elicit more in-depth follow-up discussion of
the numerous issues explored in WERE ON THE SAME
TEAM, REMEMBER? Revised Edition. Each video segment
reprises a key scene from the video and is followed by onscreen questions. Pausing the video for these questions
enables participants to put themselves in the place of the

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WERE ON THE SAME TEAM, REMEMBER? Revised Edition

Leaders Guide

F I L M S

characters. They can explore what action or decision they

might make under the same circumstances. They can also
discuss the broader implications of the underlying moral or
message raised by each segment. You may use all Video
Discussion Segments in order, or only those that serve your
particular situation. Training Design 3 also includes additional exercises and worksheets that are not included in
Training Design 2.
Choose the Training Design that best meets the needs of your
group, the time available and your overall training objectives.
Feel free to customize whichever Training Design you select,
using whatever discussion questions or exercises best suit your
purposes.
Whichever Training Design you use, it is recommended that you
preview the video two or three times before showing it to your
audience. It features a sizable cast of characters and a fast-moving story line.
On your first viewing, focus primarily on the videos overall
messages and ultimate outcome.
On your second viewing, pay particular attention to individual characters and specific incidents. How does each character and incident affect the outcome? To assist you during this
viewing, you may want to refer to the Cast of Characters
Organizational Chart on page 9 of this Guide.
A third preview may also be valuable. This time, you may
want to stop the video after each incident and customize the
discussion and activities included in this Guides Training
Designs to your own purposes and objectives.

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Leaders Guide

WERE ON THE SAME TEAM, REMEMBER? Revised Edition

OBJECTIVES
After watching the video WERE ON THE SAME TEAM,
REMEMBER? Revised Edition and taking part in the Training
Designs, participants will be able to:
Recognize each team members responsibility for helping the
organization succeed.
Recognize each team members responsibility for ensuring
the satisfaction of the organizations customers.
Understand the importance of taking initiative, using creativity, acting flexibly and doing a little extra to serve customers and help the organization succeed.
Understand the importance of working together effectively
with other departments and work teams.
Identify ways of improving service to internal customers.
Understand the importance of treating not just all colleagues
but all members of the customers team with respect.
Understand the importance of following through on promises to colleagues and customers.
Recognize each team members responsibility for the organizations public image.
Recognize when it is appropriate to challenge a team leader.

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WERE ON THE SAME TEAM, REMEMBER? Revised Edition

Leaders Guide

F I L M S

TRAINING DESIGN 1
Welcome the group and tell them that this is a session about
how everyone in the organization is responsible for helping
the organization succeed and for serving its customers. (1
minute)
Ask participants to briefly identify their work team or
department. Then tell the group that during this session
well be taking a broad view of how we see ourselves as
team members. That is, well be looking at ourselves not
only as members of our immediate work teams, but as members of our organizations team and, ultimately, as members
of our customers teams.
3

57 minutes

Audience:
Team leaders and
team members

Introduce the video WERE ON THE SAME

TEAM, REMEMBER? Revised Edition.
Explain that the video focuses on a organizations efforts to make a sale to a major customer. Clarify that
the video doesnt spell out solutions. Instead, it challenges
us to evaluate what we observe and to develop our own
solutions. Show the video. (20 minutes)
Ask participants why they think the organization lost the
sale. As participants identify contributing factors, list these
on a flip chart or chalkboard. Some of these factors might
include:

Viewing jobs too narrowly.

Viewing formal authority too narrowly.
Using organization policy too rigidly.
Communicating poorly.
Failing to follow through on promises.
People focusing only on their own problems instead of
trying to solve the problems of internal and external customers.

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WERE ON THE SAME TEAM, REMEMBER? Revised Edition

Leaders Guide

F I L M S

TRAINING DESIGN 2
NOTE: In this training design, it is suggested that the video be
shown and discussed in three parts. Each part highlights the
events of a different day in the life of a organizations efforts to
make a sale. Showing the video one part at a time, instead of
straight through, enables participants to assess the impact of
each days events on the sale and to predict what consequences
may follow.

2 hours, 35 min.

Audience:
Team leaders and
team members

Welcome the group and tell them that this is a session about
how everyone in the organization is responsible for helping
the organization succeed and for serving its customers.
Have participants complete Exercise A. (8 minutes)
2

Introduce the video WERE ON THE SAME

TEAM, REMEMBER? Revised Edition.
Explain that the video focuses on a organizations efforts to make a sale to a major customer. Clarify that
the video doesnt spell out solutions. Instead, it challenges
us to evaluate what we observe and to develop our own
solutions. Tell participants that the video consists of three
segments, each highlighting the events of a different day in
the life of the sale. Explain that these segments will be
shown and discussed one at a time. Start the video. Stop the
video when the title A Few Days Later... appears on the
screen. (9 minutes)
Get participants reactions to what they have seen so far.
Specifically, have them discuss:

What problems do you see?

Whats going OK in this organization?
In what ways are different people either helping or hindering what their organization is trying to accomplish?

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WERE ON THE SAME TEAM, REMEMBER? Revised Edition

Leaders Guide

F I L M S

TRAINING DESIGN 3
NOTE: A series of Video Discussion Segments have been provided on a second video cassette. These are designed to be used
in a stop-and-go, interactive format to elicit more in-depth follow-up discussion of the numerous issues explored in WERE
ON THE SAME TEAM, REMEMBER? Revised Edition. Each
segment reprises a key scene from the video and is followed by
on-screen questions. Pausing the video for these questions
enables participants to put themselves in the place of the characters. They can explore what action or decision they might
make under the same circumstances. They can also discuss the
broader implications of the underlying moral or message raised
by each segment. You may use all Video Discussion Segments
in order, or only those that serve your particular training situation.

4 hours, 20 min.

Audience:
Team leaders and
team members

Before the session, decide how you want to structure the discussion of the questions in each Video Discussion Segment. You
may either:
Pause the video for each question and have participants discuss it before proceeding to the next question, OR
Stop the video only after the entire series of questions have
appeared on screen. A title Please stop the player for discussion appears on screen after the final question to cue you
when to stop and proceed with discussion.
Note: If you prefer to pause for each question, be aware that
some players revert to the Play mode after being held in the
Pause mode for some time. Also, some players have poor visual
quality in the Pause mode. To avoid surprises during the session, it is recommended that you check the performance of your
player in advance.

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WE'RE ON THE SAME TEAM, REMEMBER?

WORKBOOK

WORKSHEET A: PERFORMING BEYOND MY JOB

DESCRIPTION
Directions: As members of an organization, were individuals with individual work needs, but were
also part of a series of overlapping circles of interrelated teams with their own needs. List in the
blanks provided four discrete Task Functions you fulfill in your job (Examples might be:
bookkeeping, scheduling shipments, filing reports, etc.).

1.
2.
3.
4.
Now, place at the appropriate place on the chart, four marks corresponding to the four Task
Functions youve identified.
i.e. ordering stationery may fulfill Individual and Team Needs but do little to fulfill Customer
Needs. On the other hand, Answering Customer Questions may fulfill a customers need for
information, but not meet any formally expressed Team or Organization Need.

My Work Needs

My Dept.
or Team

The Customer

My Organizations
Needs

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WE'RE ON THE SAME TEAM, REMEMBER?

WORKBOOK

WORKSHEET E: SERVING MY INTERNAL

CUSTOMERS
1. Who are some of my internal customers (other departments within the organization whom I
serve as part of my job)?

2. On a scale of 1 to 10, to what degree do I regard serving internal customers as an essential part
of my job or as a hassle that takes time and energy away from my actual job?
(1 = complete hassle; 10 = absolutely essential part of my job)

3. On a scale of 1 to 10, 10 being best, how do I rate my performance in serving my internal

customers?

4. What steps could I take to improve the service I give my internal customers?

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WE'RE ON THE SAME TEAM, REMEMBER?

WORKBOOK

WORKSHEET F: WORKING WITH DIFFICULT

DEPARTMENTS
1. What is a difficult department for our team some other team or work group that frequently
creates problems for our team or inhibits what our team is trying to accomplish for the
organization and for customers?

2. In what ways does this department or group create problems for our team?

3. What steps could our team take to work together more effectively with this department or
group?

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Materials Included With Were on the Same Team, Remember?

The workshop designed to accompany the video-based program is a flexible, yet
comprehensive half-day training design. The workshop kit includes all the materials
you'll need to run the program:

The chaptered DVD of Were on the Same Team, Remember? provide the theory
and examples to illustrate the workshop topics. Simply and effectively, allow your
viewers to put themselves in the shoes of the customer. Bonus discussion segments
for use in the workshop are included. The DVD is closed-captioned.
The Leaders Guide provides step-by-step instructions for introducing activities,
leading discussions, and making transitions between the video, group discussions,
and exercises. Three complete training designs are included, and offer options to
help you shorten or lengthen your workshop with additional activities and
discussions, as desired.
The Participant Workbook contains the worksheets for the suggested exercises in
the Leaders Guide. 10 Workbooks are included with purchase.

Program Information and Pricing

Purchase Price: $995.00
Rental Price: $275.00 (does not include participant materials)
Preview Price: Free
Running Time: 20 minutes
Materials included with purchase: chaptered DVD of the Main Program and Discussion
Segments, Leaders Guide, 10 Participant Workbooks.

Quantity Pricing Discounts

Were on the Same Team, Remember? Program
2 copies
10% off
3-5 copies
15% off
6-10 copies
20% off
11-15 copies
25% off
Industry discounts may apply: call your Sales Consultant for more information.

Participant Workbooks
1-50
$7.95 each (list price)
51-250
$7.16 each (10% off)
251-500
$7.76 each (15% off)
501+
$6.36 each (20% off)

(contents, pricing & discounts subject to change without notice)